Sense not Syncing

[MB757]

I'm having issues with my Sense not connecting or syncing to my phone, got the Sense about 8 weeks ago, things were working fine, now it won't sync to my phone. The phone is a pixel 3 it's on the compatable phone list, so it should work. Not sure what is happening, the live chat was not helpful either. 

Also had a weird converstion with the live chat that I just got off of. In the past I would connect to the live chat and they would help get me back on track, this conversation wasn't very long and the representative blew me off, said that someone from their tech team would send me an email to fix it. How is an email going to fix this issue? Just wondering if this is the new norm in customer service from Fitbit? Not thrilled with the customer service and wondering if they are having bigger issues with this watch and don't know how to fix it? I was happy with the watch until now, currently wondering if this watch was a good purchase?

[JuanFitbit]

Hi @MB757 , a warm welcome to the Community! Thank you for your information and feedback. I've forwarded this to the right department. 

If one of our team is looking into your case, the email you'll receive should be with the instructions to solve the situation. 

In the meantime please perform these steps. Some you might have done, but the order is important

• Verify that you have the latest Fitbit app update installed
• Make sure, that the energy saving mode and don't disturb mode (silence) are off.
• Restart your Sense.How do I restart my Fitbit device?
• Please on thepixel 3, go to Settings> Bluetooth, and remove all connections that are there with the Sense. (Forget, delete or unpaired device depending on the version of the operating system of the mobile phone)
• Turn off the Bluetooth and restart your cell phone. (switch off and on again).
• When the cell phone is on again, turn the Bluetooth on again, but please do not try to connect the watch yet. 
• Go to the app. From here, setup the Sense as a new device. How do I set up my Fitbit device?
  
  

I'll be around if you need further assistance

[MB757]

I was finally able to get the phone to sync to the app, I removed the Sense from my paired devices and went to re-install, but currently am unable to pair it to my phone, it doesn't come up as an available device. Wondering if the blue tooth is working on the watch, the phone will pair to other devices. Also the Sleep score on the watch no longer works it has the symbol for the sleep score with -- where the score usually is. 12 hours later no email either, not thrilled with you customer service. 

[JuanFitbit]

Hi @MB757 , thank you for your reply! I've informed Support about your feedback.

I'm not quite sure what you meant, that the Sense doesn't appear as a available device! Does is show listed on the Fitbit app during the setup process?

Do you receive an error message?

Please make sure, that you have installed the latest version of the Fitbit App. 

I'll be expecting your reply

[MB757]

Just found out that there is a known issue with fitbit not syncing on your web site, funny how you never mentioned this. Still waiting on the email that never came, really not good customer support. The sleep score doesn't sync up and still can't find the Sense on my bluetooth. https://community.fitbit.com/t5/Android-App/Syncing-Issues-on-Android-3-37/m-p/4685058#M141843